UV3 Masterguard

Please see attached for response letter Thank you[redacted] I will be cutting and pasting all of the notes that have transpired between our customer service department and [redacted] (and her boyfriend [redacted]).The [redacted]/[redacted] letter that was submitted to the Revdex.com does NOT have true...

information listed, they list 2 calls only, and you can clearly see from the above notes that's inaccurate. They have listed the purchase price of the warranty at $149.00, when in fact they paid $99.00 according to their sales receipt. This customer has not been truthful with the Revdex.com.After further review UV3 stands behind our original decision, and will not be refunding the $149.00 they have requested.

Ms. [redacted], In reference to the above mentioned customer. UV3 Masterguard has tried several times to get the required information from [redacted] at [redacted] (where the furniture was purchased), unfortunately we have no control over the lack of corporation from [redacted]....

 Due to the fact UV3 Masterguard is unable to obtain the required information needed for placing the replacement order of the new futon, Ms. [redacted] was offered a refund of what she had paid for the limited warranty that was purchased, at that time Ms. [redacted] stated she would contact the retailer. Ms [redacted] informed UV3 Masterguard she had spoken with [redacted] form [redacted], and [redacted] had told Ms. [redacted] he was waiting for a check from us before he placed the replacement order. [redacted] was advised several times no prepayment would be made due to reasons [redacted] is aware of, and to please order the futon for our mutual customer.  We understand and feel the same frustration as Ms. [redacted]’s, and have tried many times to place the replacement order for her, but at this point our hands are tied due to [redacted] refusing to place Ms. [redacted]’s replacement order. UV3 Masterguard is still willing to refund the amount ($99.00) Ms. [redacted] paid to [redacted] for the warranty she purchased, and in good faith we will pay an additional $201.00 because of the frustration she has had to endure for a total of $300.00. If this is accepted it will complete the warranty cycle, and no other claims can be submitted.   Sincerely,
[redacted]Office Manager

UV3 stated in their response that " the sofa has changed color, multiple areas of discoloration and scratches" ,   this is entirely not what my complain is about, it is about the cut in the sofa, which has nothing to do with their above statement.  In their contract they state the following:" Coverage & Repair Planleather and vinylaccidental rips, cuts, tears punctures and burns "  are covered by their warrantythe cut that occurred on the couch should be covered by their above coverage,  by changing the issue to discoloration scratches etc. is just a technique to change the reason of my claim whereby it will free them from their obligation to adhere to the warranty coverage. Furthermore, when a child made a cut into the sofa, that is considered an accident and not an intentional action.

Once I sent the reply back in November, and the Revdex.com forwarded my reply to him, all he had to do was let someone know the price was agreed,  we've been waiting for Mr. [redacted] to agree to the $150.00, which he has never done. We would not just send a check without an agreement from Mr. [redacted] that it was accepted. Now that Mr. [redacted] has made this look like an issue of us not paying, I hope the Revdex.com will at least note that the customer did NOT follow through, and we wouldn't of had any way of knowing what his reply would be without him advising someone.  I will have the check cut in next weeks check run.[redacted]

This is in response to the second letter we received from you on July 11, 2016 regarding [redacted], ID # [redacted]. To address the denial of Mr. [redacted]’s warranty claim I must point out that Mr. [redacted] had decided and determined his own outcome to his warranty claim. UV3 Masterguard only agreed with his conclusion, resulting in the denial of his warranty claim.  Mr. [redacted] in his initial e-mail provided pictures of the damaged sectional and a description of the damages. Mr. [redacted] stated the following: “I hope this is all you require for my claim. The cushions are peeling and cracking. Not sure if I'm needing to supply any other info” After closely reviewing Mr. [redacted]’s pictures and the description he provided in his own words, UV3 Masterguard agreed with his conclusion of the damages. At that time I explained the warranty coverage and the guidelines to Mr. [redacted] in detail and unfortunately, cracking and peeling is outlined in the warranty exclusions; therefore, the damages cannot be covered under the warranty.  Mr.[redacted] states in his response to our response letter regarding his Revdex.com complaint that UV3 Masterguard is not being professional with his complaint and he is not satisfied with the outcome. Mr. [redacted] is now stating that all the damages occurred within 8 days, after he reconsidered what he initial reported to our company (8 months). Also Mr. [redacted] entered two conflicting dollar amounts as to what he is disputing in his complaint. To address Mr. [redacted]’s concerns about our company not being professional with his warranty claim, I would like to comment on how much more professional Mr. [redacted] thinks I should of been, when I listened and addressed all the client’s concerns and let the warranty holder (Mr. [redacted]), make his own determination as to the outcome of his own warranty claim, as Mr. [redacted] did. Now Mr. [redacted] states that the damage was reported within 8 days of the occurrence, with the severity and extent of the damages throughout the whole sectional it would be impossible for all those damages to have occurred within 8 days as Mr. [redacted] stated in his response statement without the furniture being abused or mishandled. I would like to point out the fact that Mr. [redacted] e-mailed our company stating that his seat cushions are peeling and cracking. The warranty coverage and guidelines have been explained and reviewed with Mr. [redacted]; and that the Worry Free Platinum 5-Year Comprehensive Limited Protection Plan does not cover cracking and peeling, because it is mentioned in the warranty exclusion. With this said, UV3 Masterguard agrees with Mr. [redacted]’s original statement that the sectional is cracking and peeling, so therefore has closed this claim for cracking and peeling not being covered under the guidelines of the limited warranty that Mr. [redacted] purchased. If you have any further questions please feel free to contact me at 800-922-[redacted]. Thank you, [redacted]
 Enclosures:Copy of warranty agreementCopy of customer’s picturesCopy of the customer’s e-mail

This is in response to the letter we received from you on October 19, 2015 regarding [redacted] ID # [redacted].[redacted] states in the complaint that he purchased a Worry Free Platinum 5-Year Leather Limited Protection Plan, and UV3 Masterguard has declined to repair the tear that was reported...

on April 21, 2015, and a mechanism issue reported on October 9, 2015, because the furniture has an accumulation/ combination. This is correct once the damage or damages are determined not to be covered under the warranty coverage; the warranty holder must have the damage or damages repaired by a professional furniture repair company before submitting another warranty claim. Mr. [redacted] has a tear, an issue with the mechanism, and leather cracking; therefore, was previously declined base on the terms and conditions of his warranty coverage.  On Wednesday January 7, 2015 Mr. [redacted] first called UV3 to report damage that he noticed on his furniture 2 days prior to calling in. The customer stated that someone fell on the leg rest while in the extended position and now the recliner leg is bent. I requested pictures along with a copy of the original sales order receipt and a copy of the warranty certificate.  On Friday January 9, 2015 I received an email from the customer stating the following: “Hi [redacted], I took a good look at my couch yesterday and I saw that it was only one nut and bolt loose, so I tightened it myself and I’m all good now, I do not need to file a claim, thanks for your help sincerely [redacted]”. A confirmation email was sent back to the customer stating the following: “Mr. [redacted], uv3 will go ahead and close your claim. If you have any questions regarding the warranty you purchased please feel free to contact our company and we will be happy to help you”. On Tuesday, April 21, 2015 Mr. [redacted] sent an email stating the following “Hi, I would like to file a claim for a rip in the leather of my couch, I have attached photos”. On Wednesday, April 22, 2015 a confirmation email was sent to the customer that stated the following “The photos you sent have been received you will be contacted within 2-3 business days to go over this matter further”. On Monday, April 27, 2015 Mr. [redacted] was contacted, I advised client that per the warranty guide lines cracking wasn't covered under the WF warranty. I then went over the cut in the material and advised the client that damages fall under "Accumulations/Combinations of damages/stains to the product". [redacted] stated he understood and asked if there was someone I can recommend on fixing the leather. I then offered him the furniture hotline number. [redacted] asked if I can email him the number because he was driving at that moment. Emailed [redacted] the following at j[redacted][email protected]: [redacted]: As per our conversation earlier. Here is the number to the Furniture Hotline 800/332/2747. Just provide them with your zip code and they’ll provide you information with the Technicians in your area. Thank you”. On Friday, October 9, 2015 Mr. [redacted] sent an email stating the following: “I need to file a claim for the attached coach, the reclining mechanism is damaged, it happened while I was sitting down on the coach and tried to recline, and I heard something popping”. Called phone line ending in 3104 spoke with Mr. [redacted] and explained to the customer that I received his email and wanted to see how I could assists him with the furniture, the customer stated that he believes the recliner mech is broken and he would like it to get fixed, I went over the previous claims with the customer and asked if that damage was repaired, the customer stated no it has nothing to do with the recliner, I explained to the customer that before he can submit another claim on the sofa he will need to get the previous damages that he reported to uv3 repaired by a certified technician. I explained to Mr. [redacted] that the furniture now has an accumulation and combination of damage and that is not covered under the warranty that he purchased.  The customer got upset and stated he no longer wanted to talk with me I transferred call to another representative.Call Transferred: Spoke with [redacted] regarding the warranty claim on his Reclining Sofa. He stated that he was told before that it wasn't covered because of accumulations/combinations of damages. [redacted] stated now his mechanism is broken and he can't recline and that we haven't used any money on him to fix any previous damages. [redacted] stated that he wanted a refund because he spent money on a warranty and none of damages are being fixed. After [redacted] stopped yelling I advised the client that he can submit his request for a refund via email at customer service and he stated he has that email address. I advised client that he can submit his request via email and that his refund will be subject for approval. He then stated that's fine and asked which state is UV3 located. I stated CA, [redacted] stated “good CA is a liberal state I'm going to screw you guys” and then hung up.The coverage for the Worry Free Platinum 5-year Leather Limited Protection Plan is the following: All stains unless specifically excluded under the limitations and exclusions. Dye transfer unto surface of upholstery.  Accidental rips, cuts, tears, burns, as well as breakdown of upholstered furniture frames, and failure of springs, sleeper mechanisms or UV3/ MasterguardH & M Distributing, Inc.2590 Jason CourtOceanside, CA. 92056 (760) 726-8500 * (760) 806-1640 Faxreclining mechanisms, heating mechanisms, vibrating mechanisms, and inclining mechanisms. The service agreement does not cover the following:  any accumulation/ combination of stains and/ or damage to the product. When reviewing the complaint and following the guidelines of the Worry Free Platinum 5-year Leather Limited Protection Plan. Unfortunately due to the amount of damage (photos attached) UV3 Masterguard feels that Mr. [redacted]’s complaint does not fall within the guidelines of the warranty coverage, and have no choice but to stand by our original decision and have closed this claim.  If you have any further questions please feel free to contact me at 800-922-4273.Thank you,Fiasili Turner Enclosures: Copy of Warranty Pictures provided by: [redacted]

Response to Mr [redacted]'s response from October 13th, 2017.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will accept the refund offered but I also bought a loveseat at the same time and paid $79.99 for the UV3 warranty on that one. I would also like a refund for that one as well since we have already had a problem with this company and would like to avoid any future complications regarding their warranty. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 this is not going to be resolved until the company agrees to support the warranty that I purchased.  They also need to explain why their CSR [redacted] sent the incident rectify copy if a warrant to me at the start of this and when I pointed it out she told me that was what I purchased.  The one she sent intentionally left off the part about rips and tears, did they remove this coverage at a later date because of the costs they were having standing up to their warranty?   Also someone from management should explain why their CSR [redacted] was so rude when I tried to explain to her what mine said even to the point of not letting me say anything and basically calling me a liar without saying those words.  She did not in anyway want to hear that my copy covers all rips and tears and my bonded leather is tearing away from the fabric.
Regards,
[redacted]

This is in response to the letter we received from you on November 23, 2015 regarding [redacted] ID # [redacted].When reviewing the complaint and following the guidelines of the Worry Free Platinum 5-Year Comprehensive-Lite Limited Protection Plan, UV3 Masterguard feels that Mrs. [redacted]’s Revdex.com complaint does not fall within the guidelines of the warranty agreement.The warranty agreement and guidelines that refer to Mrs. [redacted]’s situation states that replacement parts or complete product(s) will be ordered from the selling retailer from which you purchased the covered product(s). [redacted] refuses to place an order unless it receives full payment upfront.We have discussed this with [redacted] from [redacted] on several occasions that we do not compensate the furniture store until the part or item is in the customer’s home. This is to protect the customer’s best interest and insure that the customer receives the correct part or item in brand new condition and undamaged.On November 24, 2015 UV3 Masterguard contacted [redacted] Furniture and left a voicemail in an attempt to resolve this issue once again for Mrs. [redacted].After closely reviewing this customer’s complaint and warranty claim submitted to our company, UV3 Masterguard has decided that a request of $600.00 for the queen futon is not feasible and there is no indication on the sale receipt that Mrs. [redacted] paid $600.00 for the futon.Addressing Mrs. [redacted]’s statement that she expects a full refund and that the warranty states that if the item is defective, she will be reimbursed for the full purchase price. This is incorrect the warranty agreement states under no circumstances will cash refunds be given in lieu of repair or replacement under this service agreement. The offer of $300.00 is a gesture of good faith for Mrs. [redacted]’s trouble and for [redacted] Furniture’s refusal to work with our company for a better outcome. The offer is not a refund or reimbursement.Masterguard stands behind our original offer and has closed this claim.Thank you,[redacted] Customer Service Department

Mrs. [redacted] submitted a Revdex.com complaint stating that her leather sofa has an accidental tear and that it was declined by UV3 Masterguard. Mrs. [redacted] also stated that it took 2 months to get an appointment and that UV3 Masterguard told her that her sofa has scratches and is badly damaged, which she...

states is not true.To correct Mrs. [redacted], the damaged furniture is not a sofa, but a loveseat and yes it is badly damaged. The leather loveseat right side facing arm cover is severely damaged which has multiple scratches, gouges, and a very large tear. Now as far as her appointment arrangement that is a mutual agreement between the customer and the service company that was contracted to inspect the customers furniture.Mrs. [redacted]'s warranty claim was declined for combination/accumulation of damages and Scratches after the damaged loveseat was evaluated by a professional certified technician. The inspection of the leather loveseat determined that the damages were more likely caused by an animal, which the Service pictures and the customer's own pictures support.Mrs. [redacted] also states in the Revdex.com complaint that her customer service representative was rude and hung up on her. Mrs. [redacted] also mentions reviews and complaints that she has read about our company. And the rest of Mrs. [redacted], Revdex.com complaint is basically slandering of our business to benefit her.To address Mrs. [redacted] stating that she was hung up on. I point out that Mrs. [redacted] was asked to please keep a professional conversation, but Mrs. [redacted] refused to do so. That is when I formally concluded the call, and told Mrs. [redacted] to have a nice day. As no one should be Subjected to slandering and bad mouthing like Mrs. [redacted] did. Mrs. [redacted]'s behavior was not reasonable and was more like that of a bully or aggressor. Instead of reviewing and comprehending her furniture service agreement Mrs. [redacted] is more concerned with reviews she read that are solely opinions of those whose damages do not met the criteria of their warrantyagreement. I must point out that Mrs. [redacted] is not being honest about the cause of the damage, nor her intensions.When reviewing the customer's claim and following the guidelines of the Worry Free Platinum 5 Year Comprehensive Limited Protection Plan, UV3 Masterguard feels that Mrs. [redacted]'s claim does not fall within the guidelines of the warranty coverage; therefore, UV3 Masterguard stands behind our original decision and has closed this claim.If you have any further questions please feel free to contact me at [redacted].

In reference to the above mentioned customer ID # [redacted]. On September 9, 2015 UV3 Masterguard received a sales receipt, warranty certificate and pictures via email, with an attached statement from Mr. [redacted] stating he has fabric separation, and a stain on the headrest. Mr. [redacted] was...

contacted by one of our customer service reps, and was inform that any combination of damage/stains were not covered under the limited warranty that was purchased (which is outlined in the warranty). Mr. [redacted] was not happy to hear that, and wanted to speak to a manager. His call was transferred to my voice mail, and I did return Mr. [redacted]’s call.  I feel UV3 Masterguard has followed the guidelines of the limited warranty that was purchased by Mr. [redacted], and this claim remains closed. UV3 Masterguard is willing to accept a new claim once the old damage has been repaired, and the old stain has been removed by a certified technician.  UV3 Masterguard would also in good faith be willing to refund the amount ($99.00) that Mr.[redacted] paid for the limited warranty that he purchased from Michael Anthony Furniture if he desires. Mr.[redacted] just needs to send us (UV3 Masterguard) an acceptance letter, and note he understand that by excepting the refund that removes UV3 Masterguard from all other claim obligations.   Sincerely,[redacted] Enclosure: Copy of warranty